Remote Tier One Desktop Support

Fortuna BMC • Los Angeles, CA

2d • $19 - $23 • Remote

About The Position

You will help government employees use a new Salesforce-based application during a major system rollout. From your remote workspace, you will answer questions, troubleshoot access and application issues, and document requests so users receive clear, timely support. You will work with service desk and implementation teams during launch and stabilization, helping people stay productive as they learn new workflows. Your schedule will follow Pacific Time business hours, regardless of where you live in the United States.

Requirements

• 1 to 3 years of Tier 1 service desk, application support, or technical support experience, including direct support to end users
• Experience with ticketing systems such as Cherwell or ServiceNow and supporting SaaS applications
• Ability to troubleshoot common application access, navigation, and workflow issues and follow incident management and escalation procedures.
• Clear communication, patience, and strong customer service when assisting users with different levels of technical experience.
• Availability to work Pacific Time business hours from anywhere in the United States, complete onboarding and system training, and provide additional coverage when needed during go-live.

Nice To Haves

• Salesforce or a similar CRM is preferred.
• Experience with a large system rollout, public-sector users, or knowledge articles is helpful.

Responsibilities

• Serve as the first point of contact for application questions and incidents received by phone, email, and through the ticketing system.
• Help users with sign-in and access, Salesforce application navigation, data entry, record updates, document handling, and browser issues.
• Log, categorize, prioritize, and track incidents and service requests; document troubleshooting steps and resolutions clearly.
• Use knowledge articles to resolve known issues; escalate issues outside Tier 1 scope to Tier 2 or Tier 3 teams and keep users informed of progress.
• Partner with the client service desk, implementation team, and onsite support staff to identify recurring issues and improve user guidance.
• Handle increased support volume during production simulation, go-live, and stabilization while maintaining responsive service.

Benefits

• Paid sick leave based on state regulations after 90 days of employment
• Medical, dental, and vision coverage after a waiting period (60% paid by Fortuna)
• Free TeleMedicine and Mental Health support for all employees and their families.
• Additional voluntary benefits: Group Life Insurance, Accidental Insurance, Critical Care, Short-Term Disability

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed